Customer Success Manager, Enterprise
Manage a book of Stripe enterprise customers to drive retention, growth, and satisfaction. Deliver business reviews, payments insights, and act as a trusted advisor while partnering with sales and technical teams.
About the job
Responsibilities
- Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of Stripe's enterprise customers
- Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
- Serve as a trusted payments and product advisor to managed customers by delivering payment performance and industry insights
- Perform business reviews to align on user priorities, review payments performance metrics, share Stripe product roadmap, and provide guidance on how to optimize the value from Stripe
- Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience
- In coordination with an account team, support book expansion—identifying and surfacing opportunities to ensure customers are successful
Minimum Requirements
- 4+ years of experience in a client-facing role in Enterprise relationship management, partnering with large, global, and complex organizations, working with a technical product
- Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
- Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders
- Proven track record of achieving targets and goals, preferably in a sales setting
- Has handled difficult customers or situations and can demonstrate resolutions
- The motivation and flexibility to work well in a high-growth environment where things change quickly
Preferred Qualifications
- History of success as a consultant, pre-sales, technical account management, or equivalent
- Strong business sense and understanding of underlying drivers and strategy of our user's businesses
- Track record of managing large, complex projects and programs
- Prior experience in a Payments or FinTech environment
Skills
Enterprise Relationship Management, Technical Conversations, Executive Presence, Presentation Skills, Payments, Fintech, Product Adoption, Business Reviews
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